The Swell Score is all about the doing the best for our customer’s health and happiness.
If an item is missing, damaged or you are not satisfied with it, you may e-mail us at firstname.lastname@example.org within 14 days of your purchase for direction on how you can return your product.
We will update you as soon as your request has been processed or contact you by email if any additional information is required to process your request. In certain situations, descriptions and/or photos may be required.
- Note that any request for a refund or replacement may be subject to review by our Customer Service team; completing the submission process is not a guarantee that it will be approved.
- Replacements for damaged items are subject to availability and will be shipped at no additional cost.
- Refunds are issued to your original payment method for the purchase price of the item less a 10% restocking fee. If any promo codes were applied to the order or if the item was purchased on sale, you’ll be refunded the amount that you paid after any applied discounts. Please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.
- To be eligible for refund or replacement, the request must be made within 14 days of purchase.
What if an item is missing, or if I received the incorrect item?
If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box at a later date.
If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement by emailing us at email@example.com.
If you received an incorrect item in your order, please contact us at firstname.lastname@example.org. If the product you received is similar to the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.
How do I cancel or modify an order?
We do not have a way to cancel or modify orders at this time.
What if I entered the incorrect shipping address?
Please e-mail us with your order number from the e-mail you used to place your order and provide the correct shipping address as soon as possible. We will let you know if we are able to update the shipping address prior to delivery.
You are responsible for ensuring the information in your order is correct; we cannot offer refunds or replacements on orders for which the incorrect shipping address was entered at checkout.
What if an item is canceled from my order?
Occasionally, item(s) or orders may be canceled by us for various reasons, including (but not limited to):
- Item(s) out of stock and unavailable for shipment
- Issues in processing your payment information
If your order or item(s) in your order are canceled, we’ll send an email notification listing the reason for cancellation. You will not be charged for any canceled items that are not shipped.
Cold packs and heat-sensitive items
Certain items, including select probiotic supplements, are refrigerated in our warehouse to ensure quality and are shipped with a cold pack. Although the cold pack will thaw during shipping and may not be cold when it arrives, it helps maintain a cooler temperature during transit.
When ordering heat-sensitive items, such as chocolate candy or gummy vitamins during summer months, select the fastest shipping method to your daytime location. We cannot guarantee that these items will not melt during transit, and shipping to certain locations during hot weather is not recommended.
Items that are shipped with a cold pack or are otherwise heat sensitive include specific messaging and instructions on product pages, in the shopping cart and at checkout. These items are not eligible for replacement in the event that they warm or melt during shipping. Refund requests will be reviewed on a case-by-case basis.
What if my package shows as “Delivered” but I did not receive it?
If your order status or tracking details show that your package was delivered, but you can’t locate it, we recommend waiting at least 24 hours before taking action, as order status or tracking details may sometimes be changed ahead of a package’s delivery. Once that time has passed, try the following:
- Look for a notice of attempted delivery.
- Check nearby spots where the package may have been left.
- Ask a neighbor if they accepted a delivery on your behalf.
- Verify the shipping address on your order to ensure it was correct.
If you’ve followed the above steps and your package still cannot be located, please e-mail us directly at email@example.com.
Tips for protecting your packages from theft:
- Ship to a secure location.
- Track your package so you know approximately when it will arrive.
- Join up with your neighbors to look out for each other’s deliveries.
- Install a doorbell or security camera.
- Consider purchasing a secure package locker or box for your porch.